WFM Schedule Analyst

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with over 60,000 colleagues and over 3,400 stores across several retail fascias in over 30 markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

Primary Objective

The WFM Schedule Analyst will be responsible for administrating and optimising the WFM system and schedules across JD Sports Fashion PLC for the Customer Care contact centre.

Key Accountabilities

Acts as subject matter expert for assigned WFM functions (scheduling,

workforce performance and compliance reporting).

Part of the team that are the primary administrators of the workforce management system, with responsibility for maintaining accurate staff records and production of business focused schedules.

Produces reports designed to interpret Operations performance including, but not limited to, data relating to workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence.

Partner with contact centre management personnel to optimize the WFM function within the Customer Care environment, including the impact of demand forecasts and schedules.

Supports contact centre management in their monitoring of agent adherence to schedules, breaks and exceptions, providing reports and making recommendations to contact centre management and Workforce Planning Manager.

Plays a key role and supports all future Customer Care service delivery improvement initiatives.

Updates as required for staff Management (New Hires, Leavers, Moves, Updates)

Updates as required for system Updates

Critical KPI’s

Contribute to daily call targets of abandonment and average speed of answer, achieved consistently by way of correct staffing utilisation.

Reporting delivered on time to senior manager and contact centre team managers to include but not limited to:

• Daily Forecast Review
• Daily Absence Report
• Daily Adherence Report
• Daily Performance Analysis (for previous day)

Focus on intraday scheduling.

Maintain agents time off groups and allowances to match the company payroll master file.

Conduct analysis on and make adjustments to specialist schedules and  be aware of how it impacts service level performance for each Fascia in Customer Care.

Key Skills & Experience

Minimum one years’ experience scheduling with a WFM software solution with the ability to build and maintain the system at an administrator level.

Advanced level proficiency in Excel.

Functional knowledge of call management system(s).

Functional knowledge of Call Centre agent workflow/routing preferred.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Free parking
• Incremental Holiday Allowance
• Staff Discount On JD Group and other brands within the organisation
• Pension Scheme
• Personal development opportunities to learn and develop at work

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of you applying, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.

#LI-KW1

 

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Last updated on Aug 21, 2024